Scrum does not fit well into the fast moving world of support. There is no Sprint committment, there is just continuous work.

But support teams can go Agile. The solutions is spelled Kanban. I have coached two support teams adopting Kanban and attached is a visual representation in how we did it.

"It really helps us visualize our projects and situation"
– Team member

"The first useful thing I can bring with me"
– Team member

How support can go Agile in 5 min

This is not the only way to do it and it is certainly not the end station :). It was just the way that helped our teams to "get going" instead of talking about it.
— mattias.skarin(at)crisp.se

As part of development teams and as project managers, I have worked with a number of support departments. They face similar issues:

• "We can’t promise project completion – we are interrupt driven"!
• I want coworkers to take a bigger responsibility, but how?
• How can we too get Agile?

The solution is spelled Kanban Scrum (or just "Kanban"). Currently I am coaching two teams in support/operations to tackle above issues. Being one month into this, I see both teams do great progress. I will get back to tell how we do it. Stay tuned.